TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

FEBRUARY 21, 2023

A great customer experience goes hand-in-hand with a great employee experience. It’s no surprise that the best customer-focused companies are also some of the best places to work. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

JANUARY 15, 2023

10 Ways to Boost Customer Satisfaction by G. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

MAY 10, 2021

No doubt this article has ideas about creating a better CX, but the real focus here is understanding and interpreting data – and the data you need to understand is about how the customer “feels.”. 10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Follow on Twitter: @Hyken.

Customer Service 152

Customer Service Net Promoter Score Self Service Knowledge Base 152

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

AUGUST 2, 2021

It then shares nine tips to create a better experience for your customers which will help keep them and nurture them into becoming repeat customers. What Does Customer Loyalty Mean For Your Business? Syrow) Customer satisfaction is about how your customers feel about your brand or offerings.

Customer Service 90

Customer Service Hospitality Ecommerce Loyalty 90

ShepHyken

MARCH 8, 2023

If you break it down, you’ll likely find the experience includes these five steps.   Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Service Training 118

Customer Service Training Customer Service Training Marketing 118

ShepHyken

OCTOBER 26, 2020

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. Customer service: Tips to make your buyers feel VIP by Gerardo Rodríguez.

Customer Service 87

Customer Service Contact Center Customer Centricity B2B 87

ShepHyken

FEBRUARY 21, 2022

So we want our customers to experience this gap, and the author has handed us 15 business and store factors (for the retailers) that will drive the perception of great value. ACSI: Customer Satisfaction Decline Continues — Here’s a Big Reason by Marianne Wilson. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Customer Retention Customer Satisfaction Social Media 69

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Follow on Twitter: @Hyken.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

MARCH 26, 2018

The Psychology of Customer Service: Science-Backed Tips to Increase Customer Satisfaction by Marwan Jamal. All Business) Customer satisfaction matters and can make or break your business. I’ve compiled a list of eight best practices that will improve customer satisfaction.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

AUGUST 28, 2019

Knowing that will free you up to think about what needs to be done to get to the resolution that will make your customer happy. It will allow you to focus on the journey that will lead you to customer satisfaction. It could be an angry customer. It’s too easy to get caught up in the emotion of the moment.

Customer Service Training 123

Customer Service Training Course Customer Satisfaction Customer Service 123

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

OCTOBER 29, 2018

I’m a big fan of NPS (Net Promoter Score) to measure customer satisfaction. 20 Strategies for Creating a Seamless Customer Service Experience b y Alan Finlay. Customer satisfaction ratings are up, churn is down and employees are happier. My Comment: Data is worthless if you don’t do anything with it.

Net Promoter Score 103

Net Promoter Score Customer Service NPS Customer Satisfaction 103

ShepHyken

FEBRUARY 6, 2019

Total Customer Satisfaction. The key for core values to work is to keep them in front of you, memorize them, and be conscious of how they tie into your daily behavior with your customers and employees. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 109

Culture Exercises Customer Service Training Brand Values 109

ShepHyken

MAY 16, 2022

Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees. Power 2022 North America Airline Satisfaction Study. Follow on Twitter: @Hyken.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

MARCH 28, 2022

First, make it easy for customers to get in touch. Second, measure customer satisfaction regularly. Knowing how customers feel about you once every year or two is not enough. it’s more important than ever to tell customers exactly what’s going on. And third, be honest and transparent, of course!

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

DECEMBER 21, 2020

(Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. That’s right, air travel got better while the world fell apart, at least according to the latest numbers from the American Customer Satisfaction Index (ACSI), a closely-watched barometer for customer service.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

ShepHyken

NOVEMBER 8, 2021

5 Ways to Improve Customer Experience as Online Competition Heats Up by Steve Olenski. CMSWire) Improving customer satisfaction and experience with your brand and online store is only possible when you find out how the target customers interact online, what product they like, what pages they visit when they come to your site and more.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

ShepHyken

DECEMBER 10, 2018

Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. Business 2 Community) Customer satisfaction is a great way to boost your business and if you have never considered it a priority, it is never too late to begin. Sometimes the obvious is not so obvious.). Follow on Twitter: @Hyken.

Customer Service 91

Customer Service Fashion Customer Satisfaction Customer Service Training 91

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. Then the article goes on to discuss the importance – and the benefit – of proper training.

Self Service 81

Self Service Customer Service Social Media Customer Service Training 81

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What to Look for In Customer Service Training Programs. That’s because everyone plays a part in the customer journey.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. Customer Service Skills You Need to Master by Alex Yumashev. by Ricardo Saltz Gulko.

Customer Service 106

Customer Service Competitive Advantage Trends Culture 106

CSM Magazine

FEBRUARY 21, 2022

When customers are greeted by your drivers with a smile and a pleasant hello, it makes them feel welcomed and appreciated. This small gesture can go a long way in terms of customer satisfaction. Delivering shipments on time is essential for keeping customers happy. Hire drivers with a strong customer focus.

Tips 52

Tips Customer Service Company Transportation 52

ShepHyken

AUGUST 24, 2020

5 Ways To Elevate Employee Satisfaction That Boost Customer Satisfaction by Anjan Pathak. CustomerThink) Customer wellbeing has become the most crucial factor to consider when you want your business to grow. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 83

Customer Service Contact Center Tips Chatbots 83

ShepHyken

APRIL 22, 2019

As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.” Leadership must recognize that service transformation is a “competitive must” and a strategic asset. by Mohamed Latib, Ph.D. . (CX

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

ShepHyken

FEBRUARY 26, 2023

A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. Thank you, CX Network!) Follow on Twitter: @Hyken

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

SEPTEMBER 18, 2017

By implementing these processes that go beyond customer service and into other parts of your company, you’ll see how a customer-centric culture can drive new levels of internal customer focus as well as higher customer satisfaction. Great service just doesn’t happen because of the front line.

Customer Service 81

Customer Service Hospitality Customer Centricity Competitive Advantage 81

ShepHyken

NOVEMBER 23, 2020

My Comment: Why resolve customers’ issues and complaints? More than just higher levels of customer satisfaction and losing potential customers (two of the seven benefits mentioned in the article), there is also the opportunity to debrief and troubleshoot the service failure, hopefully eliminating or mitigating it in the future.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

ShepHyken

MARCH 16, 2020

(ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. My Comment: “People often confused customer satisfaction with customer loyalty, but the two are very different.”

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

ShepHyken

JANUARY 13, 2020

Four Ways To Boost Customer Experience (And Thus Hold Onto Your Clients) by Ryanne Van Der Eijk. Entrepreneur Middle East) To remain competitive and ensure sustainable growth, it is vital that every area of your business focuses on customer satisfaction as a priority. My Comment: Here’s another list of four good ideas.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

AUGUST 4, 2021

The information the survey revealed is your motivation to deliver an amazing customer experience. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Study 84

Study Survey Customer Service Training Customer Service 84

ShepHyken

MAY 25, 2020

Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. My Comment: With all the ways to measure “customer satisfaction,” such as NPS, CSAT, customer effort, and many more, I’ve always felt the most important measurement is if the customer comes back.

Customer Service 61

Customer Service Contact Center ROI Customer Retention 61

ShepHyken

JANUARY 29, 2018

My Comment: My friends at LiveChat have put out a 2018 customer service report. Of note is that customer satisfaction has dropped by almost three percent and small businesses are struggling to keep up. At the end, there is a good summary of tips to improve a company’s customer service.

Customer Service 92

Customer Service Social Media Tips Trends 92

ShepHyken

APRIL 23, 2018

When it comes to customer service, simple means clear and easy-to-understand. The Mechanics Of Customer Satisfaction: DMA Study Cites Obstacles And Goals by Ray Schultz . MediaPost) Brands are trying to improve their customer experience. And, by the way, simple doesn’t always mean easy. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

AUGUST 4, 2021

The information the survey revealed is your motivation to deliver an amazing customer experience. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Study 76

Study Survey Customer Service Training Customer Service 76